• ROLE: *Operations Manager - BPO*
• Location: MOA (Pasay), Philippines.
• Salary: Open for negotiation
• Language: English (Filipino)
• Joining Date: ASAP
• Headcounts: 4
• Permanent
• Report to: Senior Manager/AVP
• Must Have: Must have Travel Account background experience, Minimum 10 years in BPO and At least 6 years as Supervisory experience*

*Role/Responsibility*

• Capacity planning and staffing plans for the process based on medium term business forecast.
• Negotiating and finalizing SLA’s with the Client.
• Establishing a review/ reporting mechanism with the Client.
• Developing and approving incentive plans.
• Be a Champion for process & performance improvement projects.
• Develop case studies, show case the business and participate in business acquisition.
• Review progress of attrition action plans and check effectiveness.
• Provide leadership to team of lead assistant managers, team leaders and agents
• Setting goals that align with organizational objectives. Develop and implement actionable strategies to help team meet targets and client expectations
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

*Values & Behavior*

• Customer Service orientation.
• Quality Orientation.
• People oriented.

*Competencies & Skills*

• Outstanding Client facing skills.
• Capability to prepare and conduct business reviews.
• Outstanding leadership, people management and communication skills.
• Outstanding conflict resolution skills
• Displays integrity
• Business perspective and a capability to drive improvement based on benchmarks.
• Good cross-functional appreciation and capability to team with relevant others to drive business objectives.